Senior Customer Success Manager

Braze
London
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 3-6 yearsSkills: ["Communication","Follow-up","Teamwork","Relationship building","Time management"]

Own customer outcomes for agile, technology-focused brands in Braze’s Scale team. You’ll partner with Account Executives on renewals and retention, serve as a trusted advisor and escalation point, and drive feature adoption through a shared Success Plan. Monitor product usage to identify account health risks and opportunities, coordinate non-technical and technical support with partner teams, and transition customers from onboarding. You’ll also mentor junior colleagues and provide ongoing customer education.

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FursaFursa
Braze
Braze
2 days ago

Senior Customer Success Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Own customer outcomes for agile, technology-focused brands in Braze’s Scale team. You’ll partner with Account Executives on renewals and retention, serve as a trusted advisor and escalation point, and drive feature adoption through a shared Success Plan. Monitor product usage to identify account health risks and opportunities, coordinate non-technical and technical support with partner teams, and transition customers from onboarding. You’ll also mentor junior colleagues and provide ongoing customer education.
Location: London
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Partner with Account Executives to align commercially and drive renewals, retention, and net retention targets.
  • •Serve as the main point of contact and trusted advisor, building shared Success Plans to guide adoption and outcomes.
  • •Proactively analyze customer product usage to identify opportunities and risks to account health.
  • •Maintain ongoing customer engagement via check-ins, events, and Executive Business Reviews, acting as an escalation point.
  • •Coordinate training and support with Technical Support, Industry Solutions, and Deliverability Services while mentoring junior colleagues.
Travel: Medium travel

Pay and Benefits

Perks:EquityRetirementPaid LeaveHealth InsuranceDentalVisionLife InsuranceDisability InsuranceLearning BudgetParental Leave

Key Requirements

  • •3-6 years relevant experience in onboarding, customer success, implementations, or project management.
  • •Proven success managing complex, high-value accounts or projects with sophisticated clients and multiple stakeholders.
  • •Excellent written and verbal communication skills with strong follow-up and ability to understand strategic customer problems.
  • •Significant project management experience and/or formal certifications (PMP, Agile, etc.).
  • •Strong technical domain knowledge in two or more areas such as SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML etc.).
Experience:3-6 yearsSaaSMobileAPIMarketing AutomationDirect Marketing
Skills:CommunicationFollow-upTeamworkRelationship buildingTime management
Certifications:PMPAgile
Tech Stack:SaaSMobileAPIsMarketing AutomationDirect MarketingAnalyticsHTMLAgilePMP

Company Brief

Braze
Provides a customer engagement platform that helps brands create personalized messaging and lifecycle campaigns across mobile, web, email, and other channels to drive retention, engagement, and revenue.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 100M to 250M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York, United States
Founded: 2011
WebsiteLinkedIn